27/03/2019 Eddy v,
So I was unfortunate enough to book a room at the Best Western in Shelbyville, TN. I had reservations but I was told that I entered my phone number incorrectly...no problem, here is the correct number... more
So I was unfortunate enough to book a room at the Best Western in Shelbyville, TN. I had reservations but I was told that I entered my phone number incorrectly...no problem, here is the correct number.
Now the real fun started...the lady behind the counter asked me for a credit card to pay for the room. Again, no problem...here is my AmEx card. Card was rejected. Since I know better, I asked her to run it again.
After 25 minutes of the lady behind the front desk telling me "your card is no good". I asked her what other card she wanted to try since I have all the major ones. I realized she was having problems with the credit card system so I thought I would help by offering her a card that she may be more familiar with...this appears that be a hot-button in Shelbyville, TN. While I turned around to look at the news that was playing on one of their two lobby televisions, she SLAMMED her hand on the counter and screamed "LOOK, I'M TRYING TO BE NICE TO YOU BUT I DON'T HAVE TOO!"
I thought she was joking with me so I smiled at her strange sense of humor. I was wrong...she was incredibly mad at me because she could not charge me for the room. She continued screaming at me "I DON'T HAVE TO GIVE YOU A ROOM, YOU CAN GET OUT OF HERE!". This is when I realized she was seriously angry.
I then got defensive and told her that I was getting tired of standing here while she kept charging my credit card.
Oh, I forgot to mention this...I could see the charges hitting my AmEx account on my cell phone but she didn't believe me.
Anyway...after me telling her that I was getting tired of waiting and that I was trying to give her another form of payment to make things easier, she told me again "I DON"T HAVE TO GIVE YOU A ROOM, YOU CAN JUST GET OUT OF HERE!"
I told her that this was fine with me and I booked a room at the Microtel that was 6 minutes down the road.
I cannot comment on the cleanliness of the rooms since I never made it that far but I can inform you of this. When I first arrived in the lobby she pulled up my reservation to see if the room was ready. When she returned from the hallway I asked "are we all set on the room?". She told me "at least it smells better".
Again, I travel a lot on business and I can honestly say that I have never experienced something like that before. It was so surreal that it made me laugh while I was on my way to the Microtel.
I kind of want people to check this place out to see if it was me or if this was just a case of an employee having a horrible day.
Review results: enter at your own risk and don't make direct eye contact lol less
EvanR257, General Manager at Best Western Celebration Inn & Suites, responded to this review
Thank you for your review. I would like to apologize on behalf of our staff at Best Western Shelbyville Celebration Inn. We have a new Credit Card system that we are still learning and trying to work out the kinks. Some guest have experienced similar situations. After review of the video I would like to first thank you for your patience. I definitely agree that 25 minutes is more than unacceptable trying to get in to your room. I also seen the frustration initiated by you jamming your card in the machine and ripping it out multiple times without being prompted. I also seen you bang the counter not once but twice with your fist and soda can. I understand that was initiated from the frustration of you being told your cards were declining. What you seen on your phone app was our hotel attempting an authorization of the amount for your stay from your account. It was never a charge and your card if processed right is never charged until check out, unless guest or 3rd party request advance deposit for your stay such as a prepaid reservation. The front desk agent then slammed her hands down on the front desk in frustration from your antics. I will be the first to admit that this is never a good thing to do while in the midst of guess nor do I condone it. The remark about our room was made because we had a guest a few days ago smoked in the room. It had been 2 days since then after many attempts of having the room professionally cleaned and aired out. She went to make sure it was ready for you to occupy. Again I apologize for the inconvenience and are glad you got a kick out of it. But for future reviews, maybe you should be as descriptive of your frustrations as you are others. And direct eye contact is our staffs first rule. So do be aware. Thank You for your review.